This is a mission-driven, client-facing coordinator role where you’re the steady hand connecting patients, providers, and clients to the right medical services. If you’re strong with empathy, problem-solving, and handling escalations without falling apart, this job will feel meaningful and structured.
About One Call
One Call helps injured workers get the care they need when they need it. They’re remote-first and guided by core values like Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply. This role sits in Home Health Services (Ops-CSR) and focuses on coordinating medical services while resolving both routine and complex client inquiries.
Schedule
- Full-time, remote
- Ongoing applications (no posting deadline)
- Work performed from your home office setup
- High-volume environment with role-based KPIs
What You’ll Do
- Serve as the primary contact for coordinating medical services and patient care
- Address and resolve simple to complex inquiries from clients, patients, and providers
- Handle routine and complex client issues that may deviate from the typical workflow across service lines
- Resolve client escalations with independent judgment and a calm, solutions-first approach
- Take a lead role in resolving low-to-moderate escalations for the best client outcomes
- Use root cause analysis to identify underlying needs and prevent repeat issues
- Consistently deliver “exceptional care” through:
- Friendliness
- Empathy
- Empowerment
- Accountability
- Knowledge
- Resilience
- Fairness
- Plus 1 service
- Provide clear and accurate information to clients in a timely way
- Identify best practices and solutions to improve the client experience based on industry trends
- Mentor and coach less experienced colleagues on handling client interactions
- Perform research and analysis to resolve low-to-moderate inquiries within reasonable timeframes
- Manage your workload to ensure timely follow-ups and clean resolution
- Write strong system and client notes that reduce back-and-forth clarification
- Run reports, interpret data, and recommend action items
- Meet or exceed KPIs tied to your role and area
- Navigate multiple software systems to document and retrieve information
- Apply HIPAA and regulatory requirements to daily work interactions
What You Need
- Education and experience:
- 2 years of post-high school education, or
- 3+ years of relevant experience
- Associate or Bachelor’s degree preferred (or equivalent education, training, and experience)
- Skills and strengths:
- Knowledge of products, services, and operations (or the ability to learn quickly)
- Strong customer service skills that drive high client satisfaction
- Strong written and verbal communication
- Strong computer navigation and multi-system comfort
- High emotional intelligence and empathy
- Ability to work independently and within a team
- Ability to work in alignment with DEI and belonging standards
- Ability to handle moderate to significant mental stress during heavy workload periods
Benefits
- Pay range: $17.50–$25.35/hour (based on experience, skills, and business needs)
- Remote-first flexibility
- Minimum 18 days of paid time off
- 8 company holidays
- 2 personal days each year
- Medical, dental, and vision insurance
- Pet insurance
- 401(k) with matching
- Company-paid life insurance
- Short-term and long-term disability
- Colleague Assistance Program (free counseling and financial services)
- One Call Foundation support for colleagues facing unexpected hardships
This one is a step up from basic CSR work because of the escalation handling, root-cause thinking, and mentoring expectations. If you can keep your cool, write clean notes, and make people feel taken care of, you’ll be dangerous in this seat.
Happy Hunting,
~Two Chicks…